Returns & Refunds Policy

1. Cancelling before dispatch

You can cancel any order free of charge at any time before the vendor dispatches it. Open My Orders, choose the order and select Cancel. The full amount, including delivery, is refunded to your original payment method.

Once an order shows as Dispatched it can no longer be cancelled — at that point it becomes a return, covered by the rest of this policy.

2. The return window

You have 7 days from the delivery date to raise a return request. For items that arrive damaged, incomplete or plainly wrong, tell us within 48 hours instead — those claims are settled fastest and at no cost to you (see our Delivery Policy).

Items must come back in the condition you received them: unused, with all parts, manuals, accessories, free gifts, tags and — where the packaging is part of the product's value — the original box.

3. What you can return

We accept returns where the item:

• arrived damaged or defective;
• is not what you ordered — wrong item, wrong size, wrong colour, wrong quantity;
• is materially different from its listing — missing a feature the listing claimed, or in a materially worse condition than described;
• arrived incomplete, with parts or accessories missing;
• is past its expiry date on arrival, or has an unreasonably short remaining shelf life;
• is counterfeit or not genuine.

Some vendors additionally accept change-of-mind returns. Where they do, it is stated on the product page; the item must be unused and in its sealed original packaging, and you pay return shipping.

4. What you cannot return

For health, safety and hygiene reasons, the following cannot be returned unless they arrive faulty, damaged or wrongly supplied:

• underwear, swimwear, and pierced jewellery;
• cosmetics, skincare, fragrance and personal-care items once opened or the seal is broken;
• fresh food, frozen food, drinks and other perishables;
• made-to-order, personalised or custom-built items;
• digital goods, gift cards, airtime and vouchers once delivered or redeemed;
• items clearly listed as final sale or clearance;
• items damaged by misuse, unauthorised repair, or normal wear after use.

Nothing here limits any right you have under Ghanaian consumer-protection law.

5. How to start a return

1. Open My Orders and select the order.
2. Choose Request a return, pick the items, and tell us the reason.
3. Upload photos where the item is damaged, wrong or not as described — this settles most claims without a physical inspection.
4. The vendor has two business days to respond. If they do not, we decide the claim ourselves.
5. Once approved you get a return authorisation and instructions — either a collection is arranged or you are given a drop-off point.

Checked out as a guest? Email support@kasabazaar.com with your order number instead.

Do not send an item back before your return is authorised — unauthorised returns cannot be tracked or refunded.

6. Return shipping costs

7. Refunds

Once the returned item reaches the vendor and passes inspection — or once we approve a photo-based claim without a physical return — the refund is issued to your original payment method within 14 days.

• Mobile Money and card refunds via Paystack typically land within 3–7 business days of being issued.
• Card refunds via Stripe typically land within 5–10 business days, depending on your bank.
• Where the whole order is returned, the original delivery charge is refunded too. Where only part of it comes back, the delivery charge is not refunded.

We cannot refund to a different account or a different person from the one that paid. If your original payment method has since been closed, contact us and we will agree an alternative.

8. Replacements and exchanges

For a faulty, damaged or wrongly supplied item you can ask for a replacement instead of a refund. If the vendor has the item in stock it is sent at no cost to you; if not, we refund you in full.

Straight exchanges for a different size, colour or model are not supported across the marketplace — return the item for a refund and place a new order.

9. Disputes with a vendor

Vendors sell in their own name, but you are not left to argue with them alone. If a vendor rejects your return and you disagree, escalate it to us from the same order screen or by writing to support@kasabazaar.com.

We review the listing, the photos, the messages between you and the vendor, and the delivery record, and decide within five business days. Because we hold the payment until the vendor is settled, we can refund you directly where the claim is upheld — you are not dependent on the vendor agreeing.

10. Vendor obligations

Every vendor on KASAROSE MARKET agrees, as a condition of selling here, to:

• respond to a return request within two business days;
• accept returns that meet the grounds in section 3;
• bear the cost of returns caused by their own error;
• accept our decision where a dispute is escalated to us.

A vendor who repeatedly fails these obligations has settlement withheld and may be removed from the marketplace, as set out in our Terms of Use.